Nuance FreeSpeech verifies a caller's identity during the course of a natural conversation. It transparently analyses over a hundred unique voice characteristics transparently while the customer speaks and compares these characteristics with the relevant stored voiceprint. It does this in seconds without interrupting the call. It can do this in any language, with any accent, any call-quality, and regardless of the content of the call.
Customers can get to an agent right away, which leads to a more pleasant and efficient call for them. The purpose of the call can be accomplished more quickly, which saves money by shortening the call length, and leads to more loyal customers which potentially increases revenues.
And by design, it sidesteps all the traditional security problems with information-based verification. It’s immune to current fraud techniques and enables companies to store voiceprints of known fraudsters to proactively prevent fraud from occurring.Engage us
Once a customer is transferred to a contact center agent and starts to speak, FreeSpeech listens in to the conversation and retrieves the speaker's audio for processing. The acquired audio is compared to the speaker’s voiceprint, and a verification result is generated within seconds. The verification result is then transferred to the CTI, agent workstation or CRM system. As the conversation proceeds and more audio is acquired, further verification results can be generated. In parallel, the captured voice is also compared to a fraudster voiceprint database, also known as a blacklist, to check if the voice belongs to a known malicious individual.
Voiceprint enrollment is performed while the customer is engaged in a conversation with a contact center agent. The system records the conversation, extracts the voice features that are unique to the caller, automatically creates a voiceprint and stores it in a secure directory.
Verification is performed in real time in the background of a natural conversation. Captured voice samples are compared to the speaker's stored voiceprint and a verification score and decision are provided to the agent within seconds.
Barclays improves the overall experience with Voice biometrics.